(BCS) Client Retention Strategy Manager, Regional

Marsh McLennan•Austin, TX

13d•Hybrid

About The Position

The Client Retention Strategy Manager, Regional, develops and executes strategies to strengthen client relationships, improve satisfaction, and support long-term retention across the portfolio. The role partners with client-facing colleagues and internal stakeholders to identify retention risks, address service challenges, and provide consistent, differentiated client experiences. It uses client feedback and business trends to coordinate proactive engagement plans and turn insights into actions that protect revenue and create growth opportunities. The manager owns the regional escalation process from intake through resolution, maintains the regional at-risk register, and leads stabilization plans and cross-functional resolution teams. The role monitors whether solutions are sustained, converts durable fixes into standard practices, develops early-warning triggers, and holds teams accountable to service-delivery standards. It also provides executive-ready reporting to the CCRO and partners with technology and process owners to scale improvements. Marsh describes the position as having regional scope and impact across client retention, service delivery, and business stability. The role works across BCS value streams, operations, technology, and executive leadership. Marsh is committed to hybrid work: colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams identify at least one weekly anchor day for in-person team collaboration. The applicable base salary range is $92,500 to $197,100, with possible performance-based incentives. Marsh also offers a total rewards package that includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs, and employee assistance programs.

Requirements

Bachelor’s degree or equivalent professional experience.
7+ years in insurance brokerage, carrier, or risk services operations, with exposure to client and/or operations service delivery.
Demonstrated ownership of complex client escalations through resolution, including senior stakeholder communication.
Working knowledge of the brokerage service lifecycle, including onboarding, placement support, policy issuance/checking, endorsements, certificates, invoicing, claims advocacy, and renewal servicing.
Strong analytical capability to interpret operational data, identify trends and root causes, and build a defensible case for change.
Proven ability to influence and deliver results across functions without direct reporting authority.
Root-cause orientation and a continuous improvement mindset.
Client empathy with commercial judgment and decisiveness under pressure.
Pattern recognition and systems thinking.
Influence, negotiation, and disciplined follow-through.
Clear executive communication, written and verbal.

Responsibilities

Own the regional escalation intake-to-resolution process, including tiering, response SLAs, root-cause diagnosis, corrective action plans, and client communication in partnership with the client executive.
Maintain and manage the regional at-risk register, including risk rating, drivers, revenue exposure, renewal timing, and stabilization status.
Lead stabilization plans with clear exit criteria.
Lead cross-functional resolution teams across BCS value streams and operations leaders, influencing without direct authority and escalating to the CCRO with recommendations when required.
Monitor solution sustainment through checkpoints such as 30/60/90 days, reopen issues when indicators regress, and convert durable fixes into standard practices, including procedures, job aids, training, and system configuration.
Build and calibrate early-warning triggers and thresholds using operational, relationship, structural, and commercial signals, and run a standing regional risk review cadence.
Set, socialize, and hold teams accountable to service-delivery standards for responsiveness, accuracy, proactivity, documentation, and client communication.
Provide executive-ready reporting to the CCRO on themes, systemic gaps, and remediation progress.
Partner with technology and process owners to scale fixes.
Analyze client feedback and business trends, coordinate proactive engagement plans, and translate insights into actions that protect revenue and create growth opportunities.